In the response groups there is a function called To do. This is where all the cases that agents need to follow up on, such as missed calls, voicemails, and manual callback requests, are collected. Here's how to find the settings and use the feature.
Find the To Do settings
- Click on the gear wheel for settings.
- Select Organization settings.
- Click on Telephone system.
- Open Response groups.
- Select the response group you want to edit. You are now in the response group settings.
Scroll down a bit until you reach the section View. Here you will find the settings for To do.
What appears in the To Do list
The To Do list displays the following types of tasks:
- Latest manual callback requests (if enabled).
- Latest voicemails.
- Last missed call.
- Recent bounced calls
You can enable and disable these options yourself depending on what you want to show in the response group.
Visual To-Do Counter
In the main tab (Call Center ion), a visual counter can be displayed to clearly mark when something new is in the To Do list. You can select the following options:
- Show red counter for number of tasks in To-Do list.
- Show gray counters for supervisors.
- Show gray counters for logged out agents.
All three counters are enabled by default and can be disabled.
Example
When a new missed call is registered, a red one in the main tab. When you enter the main tab and see the list of response groups, a red icon appears next to the response group where the case is located.
Follow up on cases
- Click on the response group.
- Expand To-do the section
- Select the case you want to handle.
- Click to check off the case when you have followed up on it.
When a case is checked off, it is marked as followed upThis means that:
- It is no longer counted as a miss in the statistics.
- It is clearly visible which issues still need to be addressed.
This applies to all types of cases.
- Missed calls
- Voice messages
- Manual callback requests
They all behave the same in the To Do list.